I don't think it's the SAs necessarily. Some are very good and excel in the position in which they we trained. The problem seems to be that with a fancy computer telling you what to do all the time it is easy to forget the Vehicle Maintenance 101 stuff that keeps your car on the road and they are obviously not trained or held accountable for knowing things outside of the box known as CBS and putting them to use to provide a seamless service experience for the client.